Andrea Mo
Director of Product Support @Board
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WORK HISTORY
Director of Product Support @Board
Directing global support team, implementing digital tools and processes that improved customer satisfaction and operational efficiency.Defining the strategy, processes, and SOPs for the global support organization, achieving world-class NPS and customer retention rates.Leading the AI-driven customer service strategy, introducing automation, predictive analytics, and intelligent routing to enhance customer experience, reduce resolution times, and optimize resource allocation.Managing product challenges, ensuring effective execution of the product strategy across global Key Accounts.Fostering cross-functional collaboration between Support, Consultancy, Product Management, and R&D to align priorities and deliver exceptional customer outcomes.Overseeing budgeting for business operations and strategic initiatives.Playing an active role to the entire product lifecycle, from maintenance and bug fixing to providing actionable insights for new developments.Identifying and addressed gaps in internal tools and processes, driving measurable improvements in support delivery.Continuously assessed team skills and capabilities, defining training and learning paths to build a high-performing, customer-centric support organization.Led the deployment of a new customer service management platform, enhancing ticket resolution efficiency and customer visibility.Recruited, onboarded, and developed support managers and team members across global locations.
EDUCATION
Politecnico di Torino
Master's degree, Biomedical Engineering
Politecnico di Torino
Bachelor's degree, Electrical Engineering
SKILLS
ABOUT ANDREA MO
Director of L3 Product Support at Board International
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